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QCIHDTM
QCIHDTM, Escalation Engineer
Category: Printers
Satisfied Customers: 561
Experience:  MCSE all, A+, Security+, Networking+, Windows Internals
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Hi, I have a HP photosmart C4780 wireless printer - I cannot

Resolved Question:

Hi, I have a HP photosmart C4780 wireless printer - I cannot get it to print - it seems like there is a problem wioth my laptop being able to connect to it wirelessly - I've tried rebooting etc and have checked wireless is on etc. I ran the troubleshooting function and it has diagnoed the following: "Printer cannot be contacted over the network"

any suggestions?
Submitted: 2 years ago.
Category: Printers
Expert:  QCIHDTM replied 2 years ago.

QCIHDTM :

hi

QCIHDTM :

the first thing to check is that the printer is really connected to the wireless network

Customer:

How?

QCIHDTM :

there are a couple ways

QCIHDTM :

did you run the installation disk from HP?

Customer:

unfortunately I can't remember - we may have done it online

QCIHDTM :

ok..

QCIHDTM :

HP has an excellent list of steps that you must follow. I can rewrite them all here or I can point you to the already written list and wait for you to take the steps and help you if needed.

Customer:

Hi, if the list is online - you can send me the link and I will try them

QCIHDTM :

ok

QCIHDTM :

once you get to that link, you need to expand the option for windows 7 by clicking on the + sign at the left of "Windows 7" in the list

QCIHDTM :

I'll be right here to help you with any steps

QCIHDTM, Escalation Engineer
Category: Printers
Satisfied Customers: 561
Experience: MCSE all, A+, Security+, Networking+, Windows Internals
QCIHDTM and 6 other Printers Specialists are ready to help you
Expert:  QCIHDTM replied 2 years ago.
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Expert:  QCIHDTM replied 2 years ago.

I am still here, just switched from chat to questions and answers

Customer: replied 2 years ago.

Hi, I have followed all the instructions and have reinstalled the printer. However, it will only work via USB connection. There seems to be a mismatch between my current wifi IP address on the computer and the old one registered with the printer. However, I don't know how to change the IP address the printer has on it to match the one on the computer - can you send me instructions?

 

Expert:  QCIHDTM replied 2 years ago.

yes I can help you with that

vis usb now?

can you use the diagnostics tool?

Customer: replied 2 years ago.

Hi, yes I'm connected to the printer now via USB. i've used the diagnostics tool and it's said there are no problems

 

 

Expert:  QCIHDTM replied 2 years ago.

  1. Insert the product CD into the CD drive of the
    computer, and then wait a few seconds for the software installer to start.
    If the installer does not start automatically,
    follow these steps to start it:
    Click the Windows icon, click
    Computer , and then double-click the CD drive.


    NOTE:If the User
    Account Control
    screen opens, click Allow to continue.

  2. Follow the on-screen instructions to start the
    installation.
    If prompted to choose the type of installation,
    review the following information:












    Recommended typeCustom type
    Recommended , Full ,
    or Easy
    Custom , Express ,
    or Advanced
    For full use of all your product
    features
    : This installation provides full product functionality. HP
    also includes valuable software to help you get the most out of your product.


    HP designed this type of installation to work for most users.
    A custom type of installation might be available for
    your product. This installation allows you to install the minimum software
    required or the preferred software. Use this type of installation only if you
    have one of the following reasons:





    • The computer is low on hard disk
      space.



    • You attempted a recommended type of installation
      and received errors. (If errors occur during the recommended installation, fix
      them before trying a custom
      installation.)

    The Recommended type of
    installation allows you to take advantage of all your product features.


    NOTE:The installer
    determines the computer's network configuration.

  3. In the Printer Network Connection window
    that displays, select No (or not sure), my printer is not yet wirelessly
    connected to my network. Help me to setup the wireless network connection for my
    printer
    .

  4. The installer will prompt you to temporarily
    connect your USB cable in order to configure your wireless network. Connect the
    USB cable to proceed.

  5. The installer will prompt you to retrieve your
    network settings from the router. In the Network Setup window that
    displays, select Yes, access the router , and then click Next
    .

  6. Confirm and connect to the network using the
    detected settings.

  7. Follow the on-screen instructions to complete the
    installation.
Customer: replied 2 years ago.

Hi, I have already installed the software, and have tried the "USB to wireless" option. It wasn't detecting my wireless connection, even though the computer was connected

 

Expert:  QCIHDTM replied 2 years ago.

please do the following so I can see the wirless configuration for the printer:

http://h10025.www1.hp.com/ewfrf/wc/document?docname=c02787677&tmp_task=useCategory&cc=us&dlc=en&lc=en&product=3794615

Customer: replied 2 years ago.
Hi, how do I open the "HP Product Control Panel"?
Expert:  QCIHDTM replied 2 years ago.

that's the panel on the printer :)

Customer: replied 2 years ago.
Oops, sorry. I've printed it now - which bits do you need to know?
Expert:  QCIHDTM replied 2 years ago.

what's the ip address?

network mask?

what's the SSID of the network is connected to?

does it list the password? (don't give it to me if it does, just double check that it's the correct password XXXXX your network)

Customer: replied 2 years ago.

Hi,

 

IP address is 192.168.0.9

Subnet mask - 255.255.255.0

 

SSID is HARPER

 

Under General info, it says "Admin Password XXXXX Not set"

 

Not sure if it is relevant, but under "connected PCs, it says "hostname / IP address is

 

192.168.0.4

 

 

 

Expert:  QCIHDTM replied 2 years ago.

looks good...except that it's not the admin password XXXXX the wireless network password XXXXX I am talking about.....

it looks like it's connected though.

please disconnect the usb cable and let me know when you have done it

Customer: replied 2 years ago.
Hi, done
Expert:  QCIHDTM replied 2 years ago.

ok

on the computer

click start (windows button)

type cmd and when the icon appears on the top of the list, right click on it and select "run as administrator"

once on the command screen type:

ipconfig ( and press enter)

please verify if the IP adress is 192.168.0.4

if it is, please type:

ping 192.168.0.9 (press enteR)

then tell me what the response is

Customer: replied 2 years ago.

Hi, followed you instructions, but couldn't see that address anywhere obvious among all the stuff that came up

 

There is one entry that reads:

 

Ipv6 Address: 0:5ef5:79fd:4fb:34b7:a3d8:3fea

 

If it's any use, I checked the IPAddress on my iphone - 192.168.0.2

Expert:  QCIHDTM replied 2 years ago.

ok..

from the same black window please type:

ping 192.168.0.9 (and press enter)

what's the response?

Customer: replied 2 years ago.

I've copied out below what the response is:

 

Reply from 192.168.0.9 : bytes = 32 time=28ms TTL=255

- repeats this 3 times, only difference being "time=3ms

 

then it says:

 

Ping statistics for 192.168.0.9:

Packets: Sent = 4, received=4, Lost=0

Approximate round trip times in milli-seconds:

Minimum=3ms, Maximum=28ms, Average = 9ms

 

 

 

Expert:  QCIHDTM replied 2 years ago.

ok..

so it looks like the printer is reachable by the computer

on the computer click start (windows button)

control panel

hardware and sound

devices and printers

is your printer listed there?

if it is, right click on it....is there an option to connect?

if your printer is not showing there,

you can find the option to add printer towards the top of the page

click on it

select add a network, wireless or bluetooth printer

your printer should be listed

select it and press next

Customer: replied 2 years ago.
Hi, fixed now, thanks

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